Managing support tickets in a large organization requires an efficient internal ticketing system—that's where Connecteam's Help Desk comes in. While you might already use it for various departments, such as dispatch, technical support, HR, and finance, creating a dedicated desk specifically for Connecteam-related inquiries can significantly enhance your organization and relieve the burden on admins or owners.
For large businesses, a dedicated Connecteam help desk is essential for reducing leadership workload and streamlining knowledge management and processes. By centralizing admin permission requests, clock-in issues, and other Connecteam-specific concerns under one help desk, you ensure problems are addressed quickly and efficiently, especially when managing multiple help desk queries across different departments.
To make this even more effective, consider assigning a Connecteam champion as a help desk representative. This can be an owner or specific admins who have a deep understanding of your organization's processes, how Connecteam is set up for your specific needs, and the workflows it supports. Their expertise leads to faster resolution times and more efficient use of the platform.
Benefits of Using A Connecteam-Focused Help Desk:
Reduce Owner Workload - Distribute responsibilities by appointing designated admins or "champions" who have a deep understanding of your company's needs and processes to serve as help desk representatives.
Enhanced Process Control - Establish a centralized point of contact to manage all Connecteam-related matters efficiently and effectively.
Internal Issue Resolution - Let your representatives handle internal matters like Smart Group management, Knowledge base management, User profile fields, or custom Forms without needing to contact external support.
Centralized Support System - Create a dedicated help desk to manage all app-related issues in one place, keeping them separate from other queries and requests.
Streamlined Admin Management - Provide quick support for permission settings and access control, ensuring smooth operations for all administrators
Efficient User Support - Give employees a dedicated channel for help with daily tasks like schedules, clock-ins, and shift replacements
Follow these steps to set up a dedicated help desk for Connecteam specific issues:
Navigate to the Help Desk feature on the left sidebar.
Go to the Manage Desk tab.
Click on Add Desk in the upper right-hand corner.
Give the desk a name; in our case, it can be 'Connecteam Support Hub' or 'Ask about Connecteam'.
Next, assign the representatives. Your help desk representatives will be the admins who respond to user messages. These should be your Connecteam 'champions' - people with a deep understanding of your company's processes. Note that to be a representative, you must be an Admin or Owner on the platform.
Assign the desk to your employees. This means deciding who will be able to open messages for this desk. Here you have three options: Smart Groups, Selected Users, or, Smart Groups & Selected Users.
Note: In the example shown above, the desk was assigned to the 'All Admins' Smart Group, which means only admins can open the 'Connecteam Support Hub' messages. Depending on who you want to have access to the desk, you can assign any Smart Group and/or selected users.
💡Tip: You can create separate help desks - one exclusively for Admins and another for your employees. This way, admins can address issues such as being unable to access the Time Clock or view a form entry, while users can report problems like being unable to clock in.
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